Books
Gain, Engage and Retain Customers with Positive Experiences
Customer Experience for Dummies, by Roy A. Barnes and Bob Kelleher
A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth. Customer Experience For Dummies helps you listen to your customers and offers friendly, practical, and easy-to-implement solutions for incorporating customer engagement into your business plans and keep the crowds singing your praises.
The book will show you simple and attainable ways to increase customer experience and generate sales growth, competitive advantage, and profitability. You'll get the know-how to successfully optimize social media to create more loyal customers, provide feedback that keeps them coming back for more, become a trustworthy and transparent entity that receives positive reviews, and so much more.
- Gives you the tools you need to target customer experiences more precisely
- Helps you implement new social and mobile strategies
- Shows you how to generate and maintain customer loyalty in order to achieve success through multiple channels
- Explains how a fully-engaged customer can help you outperform the competition
- Learn how to respond effectively to customer feedback
Your brand's reputation and success is your lifeblood, and Customer Experience For Dummies shows you how to stay relevant, add value, and win and retain customers.
Daily Insights to Empower Front-Line Teams and Managers
Changing organizational cultures to embrace customer centricity IS possible. It's just a lot of work! If you have children (or ever were a child) you probably remember the process of teaching your children how to properly use their spoon, knife and fork. In order to instill manners (behaviors) requires a constancy of execution that seems daunting at the beginning but really is just a matter of developing daily habits. To get a kid to use proper table manners is an everyday, every meal routine.
Customer Experience 365 was born out of a number of client engagements where the desire to change daily customer experience/service behavior by employees was desired.
Customer Experience 365 offers short daily reminders that employees can either use directly or supervisors can use as discussion points at daily stand up meetings/dock talks or shift meetings.
Publications
Engaging Consumers—4 Steps to Enhancing Customer Experience
By Roy Barnes, published in the April 2012 issue of American Gas magazine
How much more expensive is it to serve a customer that’s continually frustrated in their dealings with your company than with one who is not?
What is the difference in the adoption rate of new consumer enabled technologies between those customer with whom you a connected vs. a transactional relationship?
What is the financial cost benefit of having a larger percentage of your customers behaving "perfectly" by utilizing all the lowest-cost channels for service, payments and other transactions with your company?
Return on Customer Experience (ROCE) is must focus metric for every sector of business these days. The recent customer mishaps of big brands like Toyota, Netflix and the Komen for the Cure Foundation are clear warning signals that dismissing the financial importance of Customer Experience would be both a short and long-term mistake. Click here to read the full article.
